Delivery & Shipping Policy

Effective Date: Feb 2026

This Delivery & Shipping Policy forms part of the terms and conditions of sale of Wern-Wood Agricultural & Timber Merchants (“we”, “us”, “our”). By placing an order with us, you agree to the terms set out below.

1. Order Processing & Delivery Scheduling

Orders are processed in the order received.

Where available, a preferred delivery date may be selected at checkout, including next working day delivery. Any selected date is a delivery preference only and does not constitute a guaranteed delivery date or time. A delivery date may be selected up to 30 days in advance, subject to availability.

Delivery dates are allocated strictly on a first-come, first-served basis. Once a delivery date reaches operational capacity, it will no longer be available for selection.

The standard cut-off time for next working day delivery is 4:30pm. This cut-off time is indicative only and may be amended or brought forward without notice during periods of high demand or where operational capacity requires.

Selection of a preferred delivery date does not create a contractual obligation to deliver on that date. The Company reserves the right to amend or reschedule delivery dates where reasonably necessary due to operational requirements, capacity constraints, supplier delays, stock verification, adverse conditions, or events beyond its reasonable control.

Processing and delivery timeframes may be extended during peak trading periods, seasonal demand, or where additional verification or operational adjustments are required.

2. Delivery Method

All deliveries are completed using Company-operated vehicles unless otherwise stated.

The Company operates a mixed fleet including:

• Multiple 3.5 tonne long wheelbase drop-side vehicles suitable for most domestic and small trade deliveries;
• HGV vehicles suitable for larger domestic and trade deliveries;
• A HIAB-equipped HGV providing mechanical off-load capability.

The Company reserves the absolute right to determine the most appropriate vehicle for each delivery based on order size, access, operational efficiency, and route planning.

Mechanical off-loading via HIAB is available strictly by prior agreement and must be requested before dispatch. HIAB allocation is subject to availability and operational scheduling and is not provided as standard.

Requests for specific vehicle types do not create an obligation on the Company to supply that vehicle type unless expressly confirmed in writing.

Delivery is deemed complete once the goods have been unloaded at the delivery address provided at checkout.

3. Delivery Timeframes

Any delivery timeframes provided are estimates only and are supplied for guidance purposes. They do not constitute a contractual guarantee or binding commitment.

Deliveries are undertaken Monday to Friday, excluding public holidays and scheduled Company closures.

While every reasonable effort is made to meet selected or estimated delivery dates, time shall not be of the essence in relation to delivery.

The Company shall not be liable for any loss of profit, loss of business, site delay costs, third-party charges, labour costs, or any indirect or consequential losses arising from delayed delivery.

Delivery schedules may be adjusted where reasonably necessary due to operational requirements, route planning, vehicle allocation, stock availability, adverse weather, traffic disruption, supplier delays, or other circumstances beyond the Company’s reasonable control.

4. Booking of Tradespersons & Site Arrangements

Delivery dates and timeframes provided by the Company are estimates only. Tradespersons, contractors, installers, plant hire, or site labour must not be arranged in reliance upon a selected or estimated delivery date.

The Company shall not be liable for any costs, charges, penalties, hire fees, contractor fees, labour costs, site downtime, or any other expenses incurred as a result of delayed or rescheduled delivery.

It remains the responsibility of the purchaser to ensure goods have been delivered and inspected before scheduling installation, construction, or related works.

No claim for consequential or financial loss arising from delivery timing will be accepted.

5. Kerbside Delivery

All deliveries are strictly kerbside only.

Goods will be delivered as close to the delivery address as the driver considers safe, lawful, and reasonably accessible.

Drivers will not:

• Enter buildings, garages, gardens, or private premises

• Carry goods through houses, side passages, or internal access routes

• Move goods beyond the safe unloading point

• Deliver across soft ground, gravel, lawns, or uneven surfaces

• Reverse into restricted areas where safe manoeuvring is not possible

Examples of kerbside delivery include, but are not limited to:

• Delivery to the roadside adjacent to the property

• Delivery to the entrance of a driveway

• Delivery to the nearest accessible hard-standing area

• Delivery to the nearest safe unloading point where road width, parked vehicles, weight limits, or turning restrictions prevent closer access

The driver’s decision regarding safe and appropriate delivery location is final and will be made in accordance with road safety, vehicle safety, and legal access requirements.

6. Access & Vehicle Restrictions

The purchaser is solely responsible for ensuring that the delivery address is safely and legally accessible for the allocated delivery vehicle.

Many deliveries are completed using long wheelbase vans or HGV vehicles. These vehicles require adequate road width, turning space, and suitable ground conditions.

Delivery may be refused, curtailed, or completed at the nearest safe unloading point where access is restricted, including but not limited to:

• Narrow lanes or single-track roads

• Roads with parked vehicles restricting width

• Tight junctions or turning circles

• Weight-restricted roads or bridges

• Low trees, cables, or overhanging structures

• Steep inclines or uneven road surfaces

• Soft verges, gravel drives, or unstable ground

• Dead-end roads with no safe turning facility

Where access prevents safe approach to the delivery address, goods will be unloaded at the nearest location the driver deems safe and lawful.

If delivery cannot be completed due to access restrictions not disclosed at the time of ordering, the Company reserves the right to abort the delivery. Additional charges may apply for re-delivery using an alternative vehicle where possible.

The decision of the driver regarding vehicle safety, road legality, and delivery position is final.

7. Off-Loading

Mechanical off-loading is not provided as standard and is not guaranteed unless expressly agreed in writing prior to dispatch.

Unless confirmed otherwise in writing, all deliveries must be assumed to be manual off-load.

Where mechanical off-loading (including HIAB or crane-assisted delivery) is required, this must be requested and agreed before the order is dispatched. Allocation of mechanical off-load vehicles is subject to availability and operational scheduling.

Failure to request or disclose the requirement for mechanical off-loading prior to dispatch may result in delivery being completed by manual off-load only, delivery being aborted, or additional charges being applied for re-delivery with appropriate equipment.

It is the responsibility of the purchaser to ensure adequate space, suitable ground conditions, and safe positioning for any mechanical off-load where agreed.

8. Delivery Beyond Kerbside

Any movement of goods beyond the standard kerbside unloading point is undertaken strictly at the purchaser’s request and entirely at the purchaser’s risk.

Where such assistance is provided, the purchaser accepts full responsibility for any damage to driveways, paths, paving, kerbs, landscaping, walls, gates, surfaces, underground services, or surrounding structures.

The Company accepts no liability for any damage, loss, or expense arising from delivery beyond the standard kerbside drop point.

The driver reserves the right to refuse any request to move goods beyond the kerbside where it is considered unsafe, impractical, or likely to cause damage.

9. Customer Responsibilities

The purchaser is responsible for:

• Providing complete and accurate delivery information at the time of ordering

• Ensuring safe and suitable access is available on the scheduled delivery date

• Ensuring attendance at the delivery address where required or accepting delivery in their absence in accordance with the delivery instructions provided.

• Inspecting goods immediately upon delivery

• Notifying the Company of any issues in accordance with the claims procedure

• Storing goods appropriately following delivery

The Company accepts no responsibility for damage, deterioration, movement, or distortion occurring after delivery due to improper handling or storage.

Timber and sheet materials are natural products and are subject to movement, moisture variation, and environmental influence. All timber must be stored flat, fully supported, off the ground, and protected from direct weather exposure while allowing adequate ventilation. Failure to store materials correctly may invalidate any subsequent claim relating to movement, splitting, twisting, or surface degradation.

10. Risk & Ownership

Risk in the goods passes to the purchaser upon completion of delivery at the agreed unloading point, whether or not the purchaser is present at the time of delivery.

Ownership of the goods shall remain with Wern-Wood Agricultural & Timber Merchants until full payment has been received in cleared funds.

Until ownership passes, the Company reserves the right to recover the goods and may enter any premises where the goods are stored for the purpose of repossession, provided this can be done lawfully.

The purchaser must not resell, alter, process, or incorporate the goods into other products until full payment has been received, unless expressly agreed in writing.

11. Failed or Aborted Deliveries

If delivery cannot be completed due to absence at the delivery address, inaccurate or incomplete delivery information, restricted or unsuitable access, or refusal to accept the goods, the delivery will be deemed unsuccessful.

The Company reserves the right to return the goods to its premises.

Re-delivery will not be arranged until any additional delivery charges, storage charges, or administrative costs incurred have been paid in full.

Where goods are returned due to failed delivery, the Company reserves the right to treat the order as cancelled in accordance with its cancellation terms.

Storage charges may accrue where goods remain uncollected or undeliverable.

12. Proof of Delivery

The Company may take photographs at the point of delivery as evidence of delivery condition and location.

Photographic evidence, together with delivery records, shall constitute sufficient proof of delivery.

Delivery shall be deemed complete once the goods have been unloaded at the agreed drop point, whether or not the purchaser is present at the time of delivery.

Where goods are delivered in accordance with the delivery instructions provided at checkout, responsibility for the goods transfers immediately upon completion of unloading.

13. Inspection & Claims

All goods must be inspected immediately upon delivery.

Any shortages, damages, defects, or discrepancies must be reported in writing within 24 hours of delivery and must be supported by clear photographic evidence sufficient to allow investigation.

Failure to report within this 24-hour period shall constitute acceptance of the goods as delivered and in satisfactory condition.

No claims will be accepted once goods have been cut, installed, fitted, processed, painted, treated, altered, or otherwise used.

Timber and timber-based products are natural materials and may contain knots, grain variation, colour variation, surface checking, resin pockets, and other naturally occurring characteristics. Such features are inherent to the material and do not constitute defects.

Timber is subject to natural movement due to changes in moisture content, temperature, and environmental conditions. Bowing, twisting, splitting, cupping, shrinkage, or surface movement may occur if materials are not stored, conditioned, or installed correctly.

Variation in shade, texture, and finish between batches is normal and shall not be grounds for rejection or claim.

The Company reserves the right to inspect the goods prior to authorising any remedy, replacement, or refund. Goods must not be returned without prior written authorisation.

14. Events Beyond Our Control

The Company shall not be liable for any failure or delay in performance arising from circumstances beyond its reasonable control.

Such circumstances include, but are not limited to:

• Severe weather conditions, flooding, or storm damage

• Road closures, traffic disruption, or transport network issues

• Vehicle breakdown or mechanical failure

• Supplier delays or material shortages

• Third-party carrier disruption

• Industrial action or labour disputes

• Fuel shortages

• Power outages or IT system failures

• Government restrictions, regulatory changes, or public health measures

• Any other event which prevents or materially hinders performance

Where such circumstances arise, delivery schedules may be extended, amended, or suspended without liability. In such circumstances, the Company’s obligations shall be suspended for the duration of the event.

15. Click & Collect

Where Click & Collect is selected, goods must not be collected until confirmation has been issued that the order is ready for collection.

Collection must take place during normal trading hours.

The Company reserves the right to request valid photographic identification and proof of order prior to releasing goods.

Risk in the goods transfers upon collection.

If goods are not collected within a reasonable period following notification, the Company reserves the right to cancel the order, apply storage charges, or restock the goods in accordance with its cancellation policy.

The Company reserves the right to verify the identity of the collecting party and may refuse release of goods where satisfactory identification is not provided.

16. Policy Amendments

The Company reserves the right to amend, update, or modify this Delivery & Shipping Policy at any time without prior notice.

The version of the policy published on the Company’s website at the time an order is placed shall apply to that order.

Continued use of the Company’s services constitutes acceptance of the current version of this policy.

17. Contact

For delivery or shipping enquiries, please contact:

Telephone: 01639 874760
Email: shop@wern-wood.co.uk

The Company will respond within a reasonable timeframe during normal trading hours.